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Sneak Peek: 2016 Desktop Support Practices & Salary Data

In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously unpublished, will take a look at the technologies and trends in desktop support, with a spotlight on the importance of remote control and assistance.

Some of the data featured include:
* Frameworks and methodologies desktop support teams align with include ITIL, the HDI Support Center Standard, Lean, COBIT, and this year, DevOps
* On average, customer satisfaction with desktop support exceeds customer satisfaction with the support center overall
* The top five must-have technologies for desktop support include alerts and monitoring tools, and remote control
* Remote control is used almost equally by the support center (81% of organizations) and by desktop support (80.6% of organizations)
* 51% of organizations track desktop support tickets separately from other tickets
* Nearly one-third of desktop support organizations are resolving 51-75% of tickets through remote support
Recorded Nov 15 2016 61 mins
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Presented by
Roy Atkinson and Peter Zeinoun
Presentation preview: Sneak Peek: 2016 Desktop Support Practices & Salary Data

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  • IT Excellence in the Age of Digital Transformation Recorded: Mar 17 2020 58 mins
    Mike Spires (Hackett Group); Roy Atkinson (HDI); Andrew Gilliam (moderator)
    In a recent poll of senior IT leaders by HDI, 60% of respondents said their top priority is business transformation, and 64% said they are investing in solutions to support business transformation. Digital Transformation touches every aspect of business and depends upon technology that is stable and secure. IT excellence is critical to transformation.

    Based on research from HDI and Hackett, this webinar will consist of a panel discussion moderated by HDI Associate Analyst Andrew Gilliam, and featuring the insights of Mike Spires from The Hackett Group and Roy Atkinson, Group Principal Analyst, HDI. The discussion will include:
    • What do we mean by Digital Transformation?
    • What are the priorities the enterprise is focusing on in 2020?
    • What are some elements of IT excellence, and how can they be achieved?
    • What are key technology investments and implementations that fuel transformation?
    • What are key priorities for IT development?

    Attend this important look at the linkage of IT and business transformation to learn how you organization can benefit from focused priorities and sound investment.
  • 5 Reasons Why Remote Support and Access Management Are Critical Recorded: Feb 11 2020 57 mins
    Josh Streets (Scoreboard Group); Bryan Hood (BeyondTrust); Roy Atkinson (moderator)
    The modern organization needs to provide a reliable, secure way for customers, vendors, and remote employees to both access the resources they need to do their work, and to receive support where they are, when they need it. HDI’s annual research shows that Remote Control is the number 3 “must-have” for the support center. The research also shows that 39% of support tickets come from external customers and end-users.

    In this webinar, you will learn why it is important to:
    • Provide a mobile workforce with access and support
    • Grant external third parties such as vendors and auditors access to the specific resources they need—and only those resources
    • Provide full support to end users on multiple types of devices
    • Ensure the security of your organization’s data
    • Minimize risk from unnecessary privileged accounts
  • Foresight Is 2020: Trends in Technical Support and Service Management Recorded: Jan 21 2020 61 mins
    Roy Atkinson (HDI)
    The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to remote support, knowledge management to enterprise service management and ITIL4, countless technologies, processes, frameworks, and methodologies emerged to change the way IT gets done. It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for technical support and service management?

    Based on HDI’s industry-leading research and insights gained from our community, this webinar will highlight the trends we see on the horizon for technical support and service management as we roar into the 2020s:
    • What’s happening with staffing and training?
    • Which technologies are on the rise? Why?
    • What shifts are taking place with regard to frameworks and methodologies (ITIL4, Agile, etc.)?
    • What big initiatives should you be paying attention to?
  • Knowledge Management, Enterprise Service Management, and the Customer Journey Recorded: Dec 10 2019 61 mins
    Roy Atkinson (HDI), Hannah Price (TOPdesk)
    In 2019 research, HDI found that many lines of business are both creators and consumers of knowledge. Outside of IT and support, high percentages of HR, Facilities, Customer Service, Sales, Marketing, and Training units are all working with—and contributing to—the organization’s knowledge. In 2018, HDI found that 32% of organizations were planning to adopt the principles and practices of service management in lines of business other than IT, in addition to the 27% who said they have already done so.

    Why are so many organizations adopting enterprise service management (ESM)? HDI research found that 77% of organizations identified improving the customer experience as an influence for adopting this approach.

    This webinar will explore:
    - Why knowledge management should be at the heart of ESM
    - How service management principles and practices affect the customer experience
    - How the ESM journey and the customer journey are related

    By registering for this webcast event, you acknowledge that your contact details may be shared with sponsor of this webinar, TOPdesk and HDI for marketing and research purposes. To update your marketing preferences at any time, please see our privacy policy (https://informa.com/privacy-policy/)
  • 4 Building Blocks for Modernizing the Service Desk Recorded: Nov 19 2019 61 mins
    Roy Atkinson (HDI), John Prestridge (EasyVista)
    For years, service desks and support centers have been optimizing the way they work. By doing so, they’ve been able to keep up with increasing demand for services, but not able to leap ahead. Now there is the promise of emerging, enhanced technologies to assist users and augment the efforts of the service desk to drive a significant ROI for the organization. With the right tools in place, the service desk can provide customers and employees with the rapid and personalized service they have come to expect as consumers, elevate the user experience, and reduce the time people spend trying to get answers or resolve issues.

    This webinar will explain and explore the 4 pillars required to build the modern service desk:

    1. Knowledge Management – Provide better user-facing, logic-based knowledge to make it easier for employees and customers to find the answers they need through effective self-help

    2. Omnichannel Self-Service – Deliver users the knowledge they need, when and where they need it

    3. Intelligent Automation – Leverage automation that works for you and drives process efficiencies

    4. AI Augmentation – Leverage AI to enhance the digital experience for IT staff, employees, and customers to increase productivity.
  • Enterprise Service Management, AI, and Emerging Technologies Recorded: Oct 22 2019 60 mins
    Roy Atkinson (HDI); Michael Pott (Micro Focus)
    Is enterprise service management (ESM) merely a hype term, or are organizations actually doing it? What are the business drivers for expanding service management out of IT and across the organization? Which lines of business are adopting service management? What advantages does artificial intelligence (AI) bring to the table?

    In this webinar, we’ll discuss:

    - The current state of ESM – is it expanding?
    - What are the influences on the adoption of ESM?
    - What is the role of AI in the adoption and expansion of ESM?

    This webinar will help you understand the advantages of ESM and the increasing role of emerging technologies to enable it.
  • The Future of ITSM in Education, Public Sector and Healthcare Recorded: Sep 17 2019 61 mins
    Roy Atkinson (HDI); Andrew Graf (TeamDynamix)
    Massive tech shifts are taking place in education, public services and healthcare. Billions of dollars are being spent on smart cities initiatives, learning environments, virtual programs, and healthcare settings. As a consequence, IT leaders are looking for new ways to address the challenges that come with supporting this new technology. From service desks to change management to project oversight, IT teams are taking on more and more responsibilities, often without increased staffing.

    One way institutions, agencies, and organizations have been able to keep up is through effective and wide adoption of IT service management processes. This approach alone isn’t enough, however.

    Making useful self-help available to end users is an effective approach to providing fast, reliable assistance without overtaxing service desks. The self-help system must be backed by proven knowledge management practices and user-friendly technology.

    In this webinar, we’ll discuss:
    - IT service management process/practice adoption
    - Self-service/self-help
    - Knowledge management
    - A “One Platform” approach to simplify work

    This webinar will help you form your strategies and set your goals for the increasing importance of—and demands on—IT service and support.
  • IT Change Management in a High-Speed World Recorded: Aug 22 2019 60 mins
    Greg Sanker, Roy Atkinson (Moderator)
    Organizations are increasingly caught between competing goals: They must meet compliance and cybersecurity requirements and produce stable technology environments while simultaneously allowing for high-velocity changes. How can these competing goals be managed?

    In the webinar, Greg Sanker, author of IT Change Management: A Practitioner’s Guide will shed light on how these goals can be reconciled using accepted frameworks and proven methods, including:
    •The changing role of the Change Advisory Board (CAB)
    •Enabling change rather than inhibiting change
    •Using the “blast radius” model to determine risk
  • Transformative Training: Producing Ongoing Results Recorded: Jul 23 2019 60 mins
    Fancy Mills, Director of Training and Content, HDI/ICMI
    Transformative training contains key components that are critical the learning process, and the learning process is critical to shaping attitudes and behaviors in the support organization.

    In this webinar, we’ll discuss four key components of transformative training that will help your organization deliver the right messages to new hires as well as develop your existing staff.

    We will also share HDI’s latest data on:
    •The training topics organizations are delivering
    •The methods used to deliver training
    •The amount of training received at various levels
    •The time to proficiency for new hires

    You will learn how training integrates with the actions of the job itself, making learning an ongoing process.

    Who Should Attend:
    •Support center/service desk leaders who need information about how transformative training is an ongoing process that delivers

    Fancy Mills, Director of Training and Content, HDI / ICMI

    Roy Atkinson, Sr. Writer/Analyst | HDI
  • The State of the Industry: A Mid-Year Research Roundup Recorded: Jun 18 2019 61 mins
    Roy Atkinson, Sr. Writer/Analyst
    HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We will review the latest findings on:

    •Knowledge management, including self-help/self-service
    •Staffing and compensation findings, including industry health indicators
    •Emerging technologies
    •Consequences for metrics

    Who Should Attend:

    •Service desk/support center directors, managers, supervisors, and team leads interested in understanding why knowledge management and emerging technologies are the key to the future
    •Support center/service desk leaders who need information about the current state of the industry
  • Integrating Knowledge Management and Virtual Agents for Self-Service Success Recorded: May 21 2019 59 mins
    Chris Chagnon (Worcester Polytechnic Institute); John Prestridge (EasyVista); Megan Selva (Moderator)
    Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide self-help for customers and end users. Organizations want to provide this kind of assistance, for reasons including ongoing cost savings and reducing contact demand on the service desk, but many have been met with mixed results, especially in terms of adoption.

    What if, regardless of where users are—in a collaboration tool, on an intranet site, or elsewhere—knowledge was readily available and provided guided help through virtual agents, chatbots and other advanced technologies? The whole experience of accessing and consuming knowledge would be different, empowering people to get on about their work seamlessly.

    In this webinar, we’ll discuss 3 steps you need to consider to successfully integrate advanced technologies and knowledge management to raise the level of self-help support in your organization:

    1. Adopt foundational AI capabilities focused on improving context and relevancy
    2. Deliver knowledge experiences rather than knowledge articles
    3. Make self-service available from collaboration platforms, websites, self-service portals, and more.

    This webinar will help you form your strategies and set your goals for the acquisition and use of emerging technologies.
  • Supporting Distance Learners Through Remote Support: The SNHU Story Recorded: Apr 23 2019 59 mins
    Michael O’Leary (Southern New Hampshire University), Roy Atkinson (HDI)
    More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total distance learning population is now well over 6 million students, and those students depend on robust, reliable technologies, tools, and support to enable their education.

    In this interview with Michael O'Leary, Client Services Manager at Southern New Hampshire University, learn how SNHU, which offers over 200 career-focused online college degree programs, enables student success through remote support. This webinar will feature valuable takeaways for leaders in higher education, but also for any leader in any industry that supports distributed users/customers or remote workers.

    Who Should Attend?

    Service desk/support center directors, managers, supervisors, and team leads looking for better ways to support the ever-increasing numbers of remote faculty, students, customers, or employees.
  • Keeping Remote Support Simple: The Key to Productivity and Engagement Recorded: Mar 19 2019 52 mins
    Roy Atkinson (HDI), Kyle Turner (LogMeIn)
    We all know that remote support is a critical piece of the support ecosystem. Keeping tools simple and easy to use, both individually and as a whole suite, is a key component to staff and customer engagement and satisfaction.

    Whether we're talking about internal employee support or external customer support, making support as fast and easy as possible is essential. But support staff often have to have multiple screens open for multiple tools, and moving from one to the next can be frustrating and can contribute to human error. Integrated tools help to streamline the work and the workflow, save time for staff and customers, decrease effort, reduce human error, and save money.

    What You Will Learn:
    - Why remote control is one of the top three “must-have” technologies for successful support
    - How “tool sprawl” gets in the way of effective, efficient support
    - How simplicity helps across the board, with employee satisfaction and customer satisfaction

    Who Should Attend:
    - Service desk/support center directors, managers, supervisors, and team leads
    - Support organization leaders
  • What Service and Support Managers Should Know About AI Recorded: Feb 27 2019 61 mins
    Stephen Mann, ITSM.tools; Roy Atkinson, HDI; Dr. Akhil Sahai, Symphony SummitAI
    Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we won’t have to work) about how AI will affect the near future. In this webinar, industry analysts Stephen Mann and Roy Atkinson and AI expert Dr. Akhil Sahai will speak directly to service and support managers about how AI is being integrated into service management software, and how that integration has a direct bearing on how service management and support can and will be done in the near future.

    The webinar will feature a panel discussion followed by time for attendee Q&A.

    What You Will Learn:

    In this webinar, we will discuss:
    - What AI is and is not
    - How AI is being built into service management tools
    - How next-generation tools will affect the day-to-day operations of service and support

    Who Should Attend:
    - Service desk/support center directors, managers, supervisors, and team leads
    - ITSM professionals responsible for workflows and processes
    - Support organization leaders
  • HDI 2018 Research Review: Trends and Hot Topics for 2019 Recorded: Jan 15 2019 59 mins
    Roy Atkinson
    In this webinar, we will look at HDI research and pull out the important changes and trends that will affect the coming year, using data from the HDI 2018 Technical Support Practices & Salary Reports. The discussion will include:
    •Staffing and Salary
    •Ticket Handling and Metrics
    •Technology and Operations

    Who Should Attend:
    •Service Desk and Support Center managers and directors who need to know industry trends
    •Team leads and supervisors who want to understand the industry
    •Industry writers and bloggers who want to better understand HDI’s industry reports
  • How Assisted Self-Service Will Power Up Support Recorded: Dec 11 2018 61 mins
    Chris Savio (Prompt.ai by LogMeIn); Roy Atkinson (HDI Moderator)
    IT and technical support would love for end users and customers to take advantage of self-service resources. End users and customers would love for self-service to be easier. Finding articles, videos, documents and other resources intended to make life easier for users—and for the analysts and technicians who support them—can be difficult and confusing.

    Next-generation tools are here, set to enable users and customers to get accurate answers quickly and easily and solve many common issues for themselves, allowing analysts to concentrate on more complex problem-solving and other tasks. Analysts can benefit as well, having powerful assistance at their command to find knowledge and implement solutions without making users and customer wait.

    What You Will Learn:
    - What “assisted self-service” means
    - Why self-service adoption can be a struggle
    - How next-generation tools can help both end users and support analysts

    Who Should Attend:
    - Knowledge Management professionals seeking ways to improve
    - ITSM professionals tasked with building self-service portals
    - Support organization leaders who wish free analysts up from repetitive tasks
  • The Impact of Cybersecurity on IT Response Teams: A Game Changer! Recorded: Nov 13 2018 62 mins
    Vincent Geffray and Roy Atkinson
    Ransomware, advanced persistent threats, and denial of service attacks—many initiated through “phishing”—will continue to frequently interrupt business and government operations. Across all industries, businesses see an uptick in cyberattacks frequency and damage to their organizations.

    “One of the best services we can provide for our customers, whether they are internal or external, is keeping their personal information—and the information needed for the business—safe. The first line of assistance should also be the first line of defense.” - Roy Atkinson, HDI

    The support center should have clear guidance on how to avoid social engineering threats and phishing threats, as well as the ability—including the time—to educate users on why support may not be able to immediately help them, or why additional information might be required. Meanwhile, when hit by a cyberattack, organizations need to execute a clearly defined and agreed upon cross-functional response plan to mitigate the risks and minimize the disruption.

    In this interview-style webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray will discuss the importance of the support center’s role in cybersecurity prevention and response.

    What you’ll learn:
    - How Cybersecurity Is Impacting Support
    - Support’s Role in Prevention
    - How, When, and Why the Support Center Should Respond

    Who should attend:
    - Support center managers who need to be aware of the importance of support in cybersecurity
    - IT directors who want to better understand responses and communications in the event of a cybersecurity event
    - Anyone in IT service and support wanting to improve their understanding of the role of support in cybersecurity
  • Increasing Employee Satisfaction by Reducing Friction Recorded: Oct 23 2018 59 mins
    Marie Ruzzo, Roy Atkinson (moderator)
    Support centers track Time to Respond, Time to Answer, Handle Time, Time to Restore Service and other time-based metrics to make sure that end users are not needlessly tied up getting support, and that support analysts and technicians are providing assistance a rapidly as possible. Forrester says employees spend almost one-third of their time interacting with systems and applications. They want to be able to get on with their work with minimal interruption and they want to work where they are, when they can, from whatever device they choose. When they need assistance, they need it to be fast and minimally disruptive.

    Frustration and delay strongly affects employee satisfaction and overall morale. Employee retention is tied directly to satisfaction, and turnover is expensive and time consuming. Lowering the friction involved in both providing and receiving assistance can keep employees working and more satisfied.
  • 5 Ways to Boost Staff Engagement, Quickly and Affordably Recorded: Oct 3 2018 60 mins
    Jeff Toister and Roy Atkinson (moderator)
    We all want an engaged service and support organization, yet success eludes us. According to a 2017 Gallup poll, employee engagement is officially stuck in a rut. In this interactive webinar, service expert Jeff Toister will share five practical ways you can quickly boost staff engagement, starting immediately and without spending a small fortune or launching a huge project. Learn about a simple motivation secret that's often overlooked, best practices for staff satisfaction surveying, no-cost engagement strategies you can implement right away, and more!
  • Machine Learning and Analytics: Taking ITSM and Support to the Next Level Recorded: Sep 25 2018 60 mins
    Vesna Soraic, Steve Anderson, and Roy Atkinson (moderator)
    Technology is becoming increasingly critical to businesses and other organizations, but as technology speeds up, we often don’t think about the negative business impacts it may bring: new hires whose equipment isn’t available, services that are interrupted, and customers or users who aren’t informed of a change or outage, to name a few. Smarter technologies driven by abundant data analytics can provide the support organization with information and solutions with more accuracy and speed than previously possible.

    Join us to learn:

    • Why analytics are important to service management and support
    • What machine learning is and how it can enable faster, better, more accurate resolutions
    • How machine learning and analytics combine to enable smart processes that can pinpoint expertise, accelerate configuration and change management, and minimize wasted time
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  • Presented by: Roy Atkinson and Peter Zeinoun
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